Beyond Philosophy

JUNE 16, 2022

Unfortunately, this feeling of checking a box with customer feedback and then ignoring results is a significant part of the corporate culture. Ignoring the Voice of Customer is a sign of an unhealthy corporate culture. My second book was Revolutionize Your Customer Experience (Palgrave MacMillan, 2005), about customer-centricity.

Voice of Customer 78

Voice of Customer Customer Centricity Culture 2005 78

Lumoa

JANUARY 23, 2018

Even if the feedback is read, it is not necessarily aggregated into leadership level in a way that would enable management decisions. Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? So, there is a problem.

NPS 114

NPS Financial Feedback Net Promoter Score 114

Natalie Petouhof

MARCH 6, 2017

Winning leaders have realized the value of a strong and effective culture as a crucial, competitive advantage. The speakers will share research, insights and strategies for building the culture of a company that magnetically attracts the top talent. I’ve written return on investment models for the value of human capital.

Culture 40

Culture Competitive Advantage 2015 2012 40

CX Journey

FEBRUARY 18, 2016

Ten years ago, in 2005, a group of people working in the field of knowledge management across the UK and the USA coined the phrase " narrative leadership." So was born what might appear to be another fad in the field of leadership. Image courtesy of Amazon Today I'm pleased to share a guest post by Paul Laughlin.

Leadership 44

Leadership 2005 Books Insights 44

Second to None

JANUARY 22, 2019

Rather than deflecting this blame to future purchases, the brands at the top of their industry are consistently monitoring and updating their organizational philosophies to ensure they are curating a company culture that allows employees to perform up to expectations. In 2016, 62.9 percent of the world’s population owned a mobile phone.

2005 48

2005 Telecommunications 2018 Voice of Customer 48

Magellan Solutions

JANUARY 29, 2024

I will focus on the strategic decisions and leadership philosophy that have made Magellan a leader in the BPO industry. Unfortunately, we could not partner with a US-based call center, leading us to outsource call center operations in 2005. Get ready to uncover the enlightening wisdom and insights Fred Chua shares. based call center.

2005 98

2005 Call Center 2012 Leadership 98

Qualtrics

APRIL 12, 2021

The fourth and fifth bullets in the ensuing list might be read as a succinct summary of Bezos’ approach to business: “We will make bold rather than timid investment decisions where we see a sufficient probability of gaining market leadership advantages. Sometime in 2005 [a team of Jeff’s executive leaders met].

Innovation 26

Innovation 2005 2006 2003 26

Amity

APRIL 7, 2016

What Happens When Customer Success Reports to Executive Leadership? Executive Leaderships Needs to be Invested in Customer Success Before Anyone Else. Executive Leaderships Needs to be Invested in Customer Success Before Anyone Else. Customer Success is an entirely new business function.

Customer Success 69

Customer Success 2005 Leadership Sales 69

Lithium

DECEMBER 7, 2018

I have always been a fanatical user of message boards, with my deepest interest in them as an internet cultural fixture happening in the late 1990s. After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year.

2006 40

2006 2008 2005 2007 40

Lithium

DECEMBER 7, 2018

I have always been a fanatical user of message boards, with my deepest interest in them as an internet cultural fixture happening in the late 1990s. After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year.

2006 40

2006 2008 2005 2007 40

Lithium

DECEMBER 7, 2018

I have always been a fanatical user of message boards, with my deepest interest in them as an internet cultural fixture happening in the late 1990s. After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year.

2006 40

2006 2008 2005 2007 40

Lithium

DECEMBER 7, 2018

I have always been a fanatical user of message boards, with my deepest interest in them as an internet cultural fixture happening in the late 1990s. After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year.

2006 40

2006 2008 2005 2007 40

Lithium

DECEMBER 7, 2018

I have always been a fanatical user of message boards, with my deepest interest in them as an internet cultural fixture happening in the late 1990s. After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year.

2006 40

2006 2008 2005 2007 40

Lithium

DECEMBER 7, 2018

I have always been a fanatical user of message boards, with my deepest interest in them as an internet cultural fixture happening in the late 1990s. After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year.

2006 40

2006 2008 2005 2007 40

Lithium

DECEMBER 7, 2018

I have always been a fanatical user of message boards, with my deepest interest in them as an internet cultural fixture happening in the late 1990s. After a few months, there were only a handful of posts in our forums and a few blog articles from of our leadership when I walked through the door later that year.

2006 40

2006 2008 2005 2007 40